Boutique-Hotel Orangerie takes a bold digital leap with Mews
This German-based boutique hotel moved from outdated, paper-based processes to a fully digitized system that saves time and resources.
Boutique-Hotel Orangerie customer story
All
guests who check in on-site use Mews Kiosk
2
weeks to go live with Mews
40%
online check-in rate
About Boutique-Hotel Orangerie
Tucked away in Düsseldorf's historic city center, Boutique-Hotel Orangerie is a charming four-star retreat with 27 uniquely designed rooms and a team dedicated to personalized service. The hotel is owned and managed by Barbara Scharrer, a world-traveled hotel management graduate who brings not only her hospitality expertise but also her passion for cooking into the daily guest experience.
Her husband Ed contributes over 35 years of IT experience, adding a strong foundation of digital know-how to the mix. When Barbara and Ed took over operations, they quickly saw that the hotel was being held back by an outdated PMS and traditional, paper-heavy processes under the previous management. With a clear vision for modernization, they embraced the opportunity to fully digitize the hotel and elevate both staff efficiency and guest satisfaction.
"I would encourage hoteliers to consider more than just the pricing of a PMS. Look at it holistically and think about how it can benefit your team and guests - saving time, enhancing guest experience and driving more revenue. That's what led us to Mews."
Navigating the choppy waters of digital transformation
Challenge
Barbara and Ed encountered considerable pushback from the existing management team, who were reluctant to let go of their outdated paper-based processes. In addition, the limitations of the previous PMS made it challenging to live up to the hotel's slogan: "Where guests are welcomed like friends."
Solution
After some managerial changes, Ed had to step in to address operational challenges that arose from staffing shortages and the need for knowledge transfer. He collaborated closely with the Mews onboarding team to configure the new system and navigate the transformation. In just two weeks, Hotel Orangerie went from a manual, paper-driven workflow to a fully digitalized system. When they went live, all existing reservations were seamlessly integrated, along with a channel manager and a revenue management system, all set up within half an hour. Staff communication also improved significantly. Instead of calling housekeepers, front-desk staff can now enter special requests into Mews, allowing housekeepers to read and action notes on the move.
Result
- Remarkably smooth and efficient transition
- Two weeks to go live with Mews
A 24/7 customer support ensures operational excellence
Challenge
Navigating a new system can be challenging, particularly for less experienced hoteliers. The hotel operates around the clock, and issues can arise at any time.
Solution
With Mews, Hotel Orangerie enjoys robust 24/7 support included in the Premium package, perfectly suited to the demands of the hotel industry. Having a functional system is one thing - knowing there's always someone available to help with any issues is another. With instant access to assistance, Barbara and Ed felt confident navigating the PMS as new users. This was a significant factor in Hotel Orangerie's decision to choose Mews over smaller software providers. In a business that operates around the clock, with guests arriving at all hours - even on weekends and during odd times - having dependable support is crucial.
Result
- The team feels supported in solving any challenge
"I love the support I get. The Mews team feels like my wingmen, always ready to help. If there's an issue, I open the chat, tell them my problem, and they offer solutions while I'm still here."
Smarter financial management with Mews Payments
Challenge
Hotel Orangerie wanted to eliminate the manual input of sensitive guest data and adopt a streamlined, automated system. In addition to improving efficiency, the team aimed to better comply with data protection regulations by reducing the risk of human error and minimizing exposure to personal information.
Solution
Since adopting Mews, Hotel Orangerie has experienced significant improvements in key areas highlighted in the IDC White Paper, which analyzes the business value of Mews Payments. By cutting extra tokenization fees, reducing chargebacks and lowering processing costs, the hotel has achieved better financial management. The integrated and secure payment solution not only elevates the guest experience but also optimizes hotel operations. Automated reconciliation processes have further minimized errors and sped up back-office tasks, allowing staff to focus more on delivering excellent service.
Result
- Improved overall staff productivity
- 100% automated payments
"I didn't want manual interactions between the PMS and the credit card terminal. I wanted payments to be automated, and Mews provided the perfect solution."
Challenging the status quo in German hospitality
Challenge
There's a common belief that hotel guests are resistant to change. Barbara and Ed were worried about how guests would react to new features like the Mews Kiosk and automated card payments.
Solution
With their digital transformation powered by Mews, Hotel Orangerie effectively challenged the status quo. The staff benefit from working more in a cohesive environment and guests readily adapted to the enhanced convenience. The key was to make processes tech-forward while keeping them human-centric. Are you also interested in learning how to impress your hotel guests? We have the perfect guide for you - grab your copy here.
Result
- 100% of guests who check in on-site use Mews Kiosk
- 40% of guests check-in online
"Thanks to Mews Kiosk, I have the time to talk to my guests and truly listen, rather than filling out forms. Mews has had a profound impact on both our operations and our bottom line."
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